职通商务英语课件第一册unitCustomerService
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(Introductory Remarks)
2020/12/13
Merry Christmas!
2020/12/13
wenku.baidu.com
2020/12/13
Introductory Remarks
Two definitions • Customer service: satisfy, wants and
needs • Excellent customer service: constant,
consistent, exceed,
2020/12/13
2020/12/13
Para. 6
• The relationship between individual and a group
• impression
2020/12/13
Para. 7
• Summary: focus on the needs • (Quality of) CS is a matter of life and death
Para. 2
Significance of providing CS: Vital part of customer value proposition, most
important property, could not stay in business. • Win more chances • Recommendation
lifeblood
2020/12/13
Deserves most courteous attention
Para. 5
Training
Book knowledge
How you put them to work
Successful CS=customers’ satisfaction
pleasure fulfillment
2020/12/13
Merry Christmas!
2020/12/13
wenku.baidu.com
2020/12/13
Introductory Remarks
Two definitions • Customer service: satisfy, wants and
needs • Excellent customer service: constant,
consistent, exceed,
2020/12/13
2020/12/13
Para. 6
• The relationship between individual and a group
• impression
2020/12/13
Para. 7
• Summary: focus on the needs • (Quality of) CS is a matter of life and death
Para. 2
Significance of providing CS: Vital part of customer value proposition, most
important property, could not stay in business. • Win more chances • Recommendation
lifeblood
2020/12/13
Deserves most courteous attention
Para. 5
Training
Book knowledge
How you put them to work
Successful CS=customers’ satisfaction
pleasure fulfillment